One address, answered by a person in Noida.
Support is included on every product and every tier. It is not an add-on, there is no premium queue, and what you pay does not change how fast you are answered.
Write to support@comsky.ai from any address on your account. This is the channel we would rather you used — it keeps the whole thread, the screenshots and the fix in one place.
Phone
+91 120 4000 000, Mon–Sat, 9:30–18:30 IST. Good for the things that are faster to say than to type. We will still write the outcome back to you by email.
Status
Before you write in about something being down, check status.comsky.ai. Every product reports there, and incidents are posted as they are being worked on rather than afterwards.
A first reply within one working day.
Not an auto-acknowledgement with a ticket number in it. A reply from someone who has read what you wrote and has either answered it or told you what they are doing about it.
It lands with a person
Your mail goes to the support desk, not to a routing bot. It is read the working day it arrives.
- ·Mon–Sat, 9:30–18:30 IST
- ·Anyone on your account can write in
We try to reproduce it
Before we ask you for anything we look at your account ourselves. Most of the time the answer is already in the logs.
- ·We say what we checked
- ·We ask once, for everything we need
It gets a name and a clock
Anything that stops you working is handled ahead of anything that is merely annoying, and you are told which one we think it is.
- ·You can disagree with the priority
- ·Say so on the thread and it is re-read
It closes in writing
A thread ends with what was wrong, what changed, and whether anything is still open on our side. Nothing closes silently.
- ·Fixes that ship later are told to you
- ·Workarounds are written down, not implied
What to put in the first message.
Almost every support thread that takes a week takes a week because the first three replies were us asking for these. Put them in and most things are answered once.
Which product and which account
The suite is multiple products under one login. Tell us it is Backup and not Cloud, and give the account or workspace name, so we are looking at the same thing you are.
When it happened, with the timezone
A timestamp turns a search of everything into a search of one minute. IST is fine — just say so. “Yesterday afternoon” costs us an hour.
What you expected and what happened
Two sentences, in that order. The gap between them is the bug. A screenshot of the result without the expectation is half a report.
The error text, as text
Copy the message out rather than photographing it, and include the whole thing. Error codes and request IDs are the fastest way into our logs.
Where you saw it
Browser and version, or the Android or iOS app, or the machine and OS the agent runs on. A fault that only exists in one place is a different fault.
How many people it affects
One person on one laptop and everyone in the office are the same symptom with different urgency. Tell us which, and whether it started after a change on your side.
If it is going nowhere, say so.
Escalating is not a complaint and it does not cost you anything. It moves the thread to someone with more authority to change something.
Reply on the same thread
Write the word “escalate” in a reply to the existing thread. Keeping it on one thread matters — a fresh mail starts again from nothing.
- ·No separate form to fill
- ·The history goes up with it
Ask for a call if writing is not working
Some faults are quicker to show than to describe. Ask and we will get on a call within business hours, with your screen if that helps.
- ·We write the outcome back to the thread
If you buy through a partner
Escalations go to your partner first, because they hold your account. They can raise it with us, and we do not go around them.
Where each product actually runs.
The marketing page lives on comsky.ai. The product you log into lives on its own subdomain. These four are running today.
Comsky Cloud
Instances, GPU jobs, images and billing. Sign in · Product page
Comsky CRM
Deals, contacts, inbox and reports. Sign in · Product page
Comsky TallyBridge
Books, outstanding and the sync agent’s health. Sign in · Product page
Comsky Backup
Devices, job history and restores. Sign in · Product page
Comsky Telephony, Chat, Books, HRMS and Monitor are not open yet, so there is nothing to sign in to and nothing to support. If you are waiting on one of them, write to us and we will tell you where it stands rather than guess at a date.
Found something? Tell us, not the internet.
Send it to security@comsky.ai. We acknowledge within one working day, we tell you what we are doing about it, and we will not threaten anyone who reports something in good faith.
What to send
The endpoint or product, the steps to reproduce it, and what you were able to reach. If you stopped as soon as you had proof rather than going further, say so — that is what we would want you to do.
What we will not do
We will not send a legal threat to a good-faith reporter, and we will not ask you to stay quiet forever. We will ask for time to fix it before you publish.
What happens next
An acknowledgement within one working day, a fix or a plan after we have reproduced it, and a note back to you when it ships. Credit if you want it.
What people ask before they write in.
Do I have to pay for support?
No. Support in IST is included on every product and every tier, including trials. There is no priority plan to buy and no per-incident charge.
Is there support outside 9:30–18:30 IST?
The desk is staffed Mon–Sat, 9:30–18:30 IST. Mail sent outside those hours is read on the next working morning. If you need a written out-of-hours arrangement for production systems, ask us on contact rather than assuming one exists.
Will I be answered by a chatbot?
No. A person reads and replies. We use automation to sort and to pull up your account, not to write the reply.
Something is down. Should I write in or check status?
Check status.comsky.ai first. If an incident is already posted, we are on it and you do not need to raise anything. If the page is green and you are still broken, write in — that gap is worth knowing about.
Can anyone on my team raise a ticket?
Yes. Anyone writing from an address on your account can raise a thread, and account owners can ask to be copied on all of them.
I bought through a partner. Who do I talk to?
Your partner, first. They hold the account and can escalate to us. We support them so they can support you, and we do not approach their customers separately.
Do you help with migration and setup?
Yes, and it is not billed as support. Moving existing data in is part of getting started — tell us what you are moving from on contact.
Write in. A person will read it.
One address for every product, answered Mon–Sat in IST, included in whatever you already pay.